Customer service manager

Specific responsibilities include:

• Handle incoming order fulfillment with a goal of 98% of parts shipped the same day. To include Spare Parts packages for new systems sold
• Assist Inventory Manager in setting proper reorder points for parts sold
• Work with HOG Europe to maintain proper inventory to meet shipment goals throughout Europe (To include Jetting Systems)
• Assess current processes and implement new processes where needed
• Build out the online store with parts offering and custom pricing per customer
• Communicate with customers via phone, email, online store, text, WhatsApp
• Assist/Support AR with collections for spare parts sold domestically and internationally.
• Hire, lead, train, terminate customer support team members
• Handle high level customer satisfaction incidents that cannot be resolved by CSR’s
• Request feedback from customers regarding satisfaction from their experience with customer support representatives
• Stay abreast of new products and services
• Oversee product shipment, exchange, and returns
• Train customer support representatives on how to adequately address problems over the phone or how to write correspondence
• Work with management on customer support initiatives

Required Education and Experience:

• High school diploma, GED, or equivalent, Associate’s and/or Bachelor’s Degree a plus
• Computer literate with exceptional skills in Microsoft Office, Word/Excel/Outlook, data entry with ERP and CRM databases.
• Self-starter and have a strong sense of urgency; and capable of following tasks through to completion
• Must be self-disciplined, highly organized, goal-oriented in a fast paced environment
• Must possess the ability to multitask with a strong attention to detail
• Excellent organization and proven verbal and written communication skills
• Must be self-motivated with abilities to work independently and collaboratively with team members
• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Must be fluent in English, ability to speak other languages a plus

Key Competencies:

• Honest and Trustworthy
• Loyal, reliable, hardworking, and competent
• High degree of Integrity
• Organized and Goal Oriented
• Respectful and Humble
• Committed to meet customers’ needs
• Team Player
• Aware of Business Trends
• Positive Work Ethics

Supervisory Responsibility

This position supervises the customer support representatives.

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel

This position may require travel to our largest domestic trade-show once per year, ATSSA.

Additional Eligibility Qualifications

Must be able to pass a background check and drug screen

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO/AAP Statement:

Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Oak Brook, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: www.federalsignal.com.

The Company is an equal opportunity employer. Qualified applicants will not be discriminated against on the basis of, and will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, status as a protected veteran, or any other protected category, characteristic, or trait under applicable law. If you require reasonable accommodation in the application process, contact Human Resources at careers@thehog.com. All other applications must be submitted online.